RESPONSIBILITIES INCLUDE:
- Lead and coach a team of 5 Tier 1 Telecom Technicians
- Prepare, analyze, and understand repair center reporting metrics to motivate team in order to achieve quarterly objectives goals (OKR’s)
- Inbound/outbound technical call handling on ACD
- Create, document, and review internal trouble tickets and carrier tickets
- Identify areas where corrective action is needed and take action as required
- Accurately and clearly document tickets via our internal ticketing system
- Work with customers via email, chat, and phone to resolve technical telecom related issues
- Handle customer and internal escalations effectively
- Convey and ensure seamless interaction and consistent business practices between the Philippines and US repair team
- Determine the appropriate actions in order to work a service issue to completion and/or provide direction to the team
- Manage and prioritize the team’s ticket and work load in order to meet target resolution times
- Provide a professional and courteous customer service experience
- Manage multiple issues simultaneously in high pressure environment where change is common and multitasking is expected
- Place follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships.
- Troubleshoot source of problems (hardware, software, user, etc.) and advise on appropriate action for resolution
- Provide technical support to internal team and external customers.
- Oral and verbal skills required to interact with all levels of management up to and including the CEO
- Work well with other departments to help create synergies and convey a strong sense of teamwork